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Record Nr. |
UNINA9910787945903321 |
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Autore |
Rudd Colin |
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Titolo |
Problem manager : careers in IT service management / / Colin Rudd |
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Pubbl/distr/stampa |
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Swindon, [England] : , : BCS The Chartered Institute for IT, , 2014 |
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©2014 |
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ISBN |
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1-78017-237-0 |
1-78017-238-9 |
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Edizione |
[1st edition] |
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Descrizione fisica |
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1 online resource (241 p.) |
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Collana |
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Disciplina |
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Soggetti |
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Information technology - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Cover; Copyright; CONTENTS; LIST OF FIGURES AND TABLES; AUTHOR; FOREWORD; ACKNOWLEDGEMENT; ABBREVIATIONS; GLOSSARY; 1 INTRODUCTION; 2 OVERVIEW OF THE MANAGEMENT OF PROBLEMS; INTRODUCTION TO SERVICE MANAGEMENT; INTRODUCTION TO PROBLEM MANAGEMENT; 3 THE ROLE OF PROBLEM MANAGER; PURPOSE OF THE ROLE; ATTRIBUTES, KNOWLEDGE AND SKILLS; SKILLS FRAMEWORK FOR THE INFORMATION AGE; ROLES AND RESPONSIBILITIES; INTERFACES AND DEPENDENCIES; 4 TOOLS, METHODS AND TECHNIQUES; IMPLEMENTATION, IMPROVEMENT TECHNIQUES AND PRACTICES; PROBLEM ANALYSIS METHODS AND TECHNIQUES |
PROBLEM CONTROL, MEASUREMENT AND REPORTING METHODSMAJOR PROBLEM REVIEWS; PROACTIVE PROBLEM MANAGEMENT; REVIEW AND AUDIT OF PROBLEM MANAGEMENT ACTIVITIES; USE OF PROBLEM MANAGEMENT TECHNIQUES; STANDARDS AND FRAMEWORKS; TOOLS; 5 CAREER PROGRESSION AND RELATED ROLES; 6 CASE STUDIES; CASE STUDY 1; CASE STUDY 2; APPENDICES; A1 A3 PROBLEM-SOLVING REPORT TEMPLATE; A2 RISK ASSESSMENT AND MANAGEMENT TABLE; A3 MAJOR PROBLEM REVIEW TEMPLATE; INDEX; Advert Page; Back Cover |
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Sommario/riassunto |
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Problem management is about finding permanent solutions to technical problems and recurring incidents in a business''s IT infrastructure. This practical book describes the problem manager role in depth including |
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